ComplaintsforHawaiian Airlines, Inc.

• Initial Complaint

  04/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am writing to formally address the series of service disruptions experienced during my round trip with Hawaiian Airlines from ******** (HNL) to ************ (HND) under the confirmation number 5PF9NT. On March 19, 2024, flight (HA855) was subjected to a delay (stranded) exceeding three hours, during which passengers, including my young children and myself, were confined to the aircraft with no opportunity to disembark. This led to significant frustration and a less than satisfactory travel experience. Furthermore, the late-night arrival at 2:00 AM necessitated an unplanned stay at an airport hotel, incurring additional expense. Compounding these issues was the cancellation of our return flight (HA856) on March 28, 2024, for which we were notified en route to the airport. The subsequent requirement to contact Hawaiian Airlines from an international location presented a considerable expense. Despite being rebooked on an alternative flight, the extra comfort seats originally purchased with additional $ for all travelers were not received, resulting in further dissatisfaction. We kindly request a review of these incidents and compensation for the extremely stressful situation that had caused by Hawaiian Airlines and additional hotel expenses incurred, as well as a refund for the extra comfort seats that were not available on our rebooked flight.Thank you for your attention to this matter. We look forward to your prompt response and a resolution that reflects Hawaiian Airlines' commitment to customer service excellence.

  Business response

  04/23/2024

  
  From: Hawaiian Airlines: *********************** (*************************************************************************
  To: ******************
  Subject: Hawaiian Airlines, *********************** - CN-02030015
  Date: 4/23/2024 4:13 PM
  Body:
  Message From Consumer Affairs
  4/23/2024 - Case: CN-02030015
  
  ************************* - ************************
  
  Confirmation Code: 5PF9NT
  *************************, ***********;********, *********************************;
  
  *******************************,
  
  Our office has received your complaint to the Better Business Bureau (BBB) for a response. We sincerely apologize for any inconvenience caused by the delay in addressing your recent case. At Hawaiian Airlines, we highly value our customers and their concerns. We have been facing an unprecedented surge in case volume, which unfortunately has impacted our ability to respond promptly. Your patience and understanding during this time are greatly appreciated.
  
  In reviewing your case, we see you were impacted by a flight delay of 2 hours and 51 minutes for HA855 on March 19, 2024, due to aircraft maintenance. We know any delay of our flight has an impact on your travel plans and arrangements. We apologize for the inconvenience. When a flight delay occurs, we have internal guidelines in place that determine how we compensate our guests. We take into account how long the delay lasted and when the delay occurred. Our guidelines allow us to provide consistent treatment for all of our guests.  We have reviewed your case and see that no compensation was issued for the delay.
  
  However, due to the delay we have approved the reimbursement of your overnight hotel in ******. Kindly note that this is a goodwill gesture and a one-time exception. The amount we have approved is $172.72. We can process approved reimbursements as an electronic deposit directly to your bank account. Please provide us with the information below. If you prefer a reimbursement via check, please provide us with your mailing address only. Please note that reimbursements can take up to four weeks to process and additional time for mailing if requesting a reimbursement check.
   
  Account Beneficiary Name:  
  Beneficiary Address:  
  Beneficiary Email Address:  
  Bank Name:  
  *ABA Routing Number:  
  Bank Account Number:  
  
  Additionally, we also see you were impacted by a flight cancelation of HA856 on March 28, 2024, due to aircraft maintenance. We know any cancelation of our flight has an impact on your travel plans and arrangements. We apologize for the inconvenience. For flight cancelations caused by Hawaiian Airlines, we offer full refunds for those guests who choose not to travel. Otherwise, we will rebook you on the next Hawaiian Airlines flight at no additional cost to you. If no Hawaiian flights are available until the next day, we will rebook you on another partner carrier at no additional cost to you if it is available. 
  
  Due to the cancelation, we do see that we were able to re-accommodate you on the ***** Airlines flight 72 from ****** to ******** on March 28, 2024. However, we do see that we were not able to re-accommodate you into the same class of seats you had originally requested. We have authorized a full refund of your seats on HA856. We are pleased to inform you that a refund of $108.00 and $106.00 per seat will be credited back to the card ending in 6187, which was used for payment. The refund will be processed within the next 7 business days.
  
  Please accept our sincere apology for the inconvenience that the delay and cancelation may have caused. Thank you for choosing Hawaiian Airlines. We look forward to the opportunity to restore your faith in our services and provide you with a more positive experience. Until then we extend to you our warmest Aloha and Mahalo. 
  
  Sincerely,
  *****************************
  Resolution Coordinator, ***********************
  

  Customer response

  04/24/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Travel Date: 11/21/2023 CONF # 6G37W6 Recent trip on Hawaiian Airlines was very disappointing. I felt it would be best to bring this to your attention especially since I heard news that youre merging with ****** Airlines and that are Home state airline may become much bigger.Additionally, the late arrival caused the bags to arrive in the baggage carousel approximately 30 to 20 minutes before the baggage carousel area was closed when we arrived at the baggage carousel area our car seat was already taken off of the carousel area and we had to chase down one of the employees to grab our car seat, if it wasnt for us chasing the gentleman down, we wouldve never even been able to leave the airport as we had no car seat for the infant as you can imagine all of this is so stressful imagine you have a 77 year-old woman a 10-year-old child, and an 18-year-old with an infant trying to chase down our car seat that was taken prematurely and before the baggage carousel area even closed. Finally, one of the most disappointing points of our flight was when one of the flight attendants asked if my daughter was my granddaughter, I said no ****************, the flight attendant paused and stared at us for like three seconds without a response like she was in shock. This was extremely uncomfortable. Now she (my 10-year-old) is legally my daughter by adoption, mothers and fathers come in all ages especially since people can adopt children, so I really think Hawaiian Airlines needs to do a better job in coaching their employees and whats appropriate responses to passengers flight attendant should be welcoming people of all ages. I can tell you I did not feel comfortable nor did my 10-year-old child feel comfortable about that experience. It was very disheartening to her and its not right to do this to a 10-year-oldmaking her feel like her mom isnt okay.To summarize Hawaiian airlines can do so much better.

  Business response

  04/19/2024

  Message From Consumer Affairs
  4/19/2024 - Case: CN-02004996
  
  ************************* - *********************
  
  Aloha Ms. Maxton,
  
  The *********************** has received your inquiry from the Better Business Bureau.  We see that you are requesting a refund of $976.50.
  
  We have pasted our previous response to you below, and based on your ticket information, there is no refund for tickets that have been used for travel.
  
  Sincerely,
  *****************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************
  ------------------------------------------------
  
  From:************************************************************************
  Sent:1/24/2024 9:28 AM
  To:*********************
  Subject:Hawaiian Airlines, *********************** - CN-02004996
   
  
  Message From Consumer Affairs
  1/24/2024 - Case: CN-02004996
  
  ************************* - *********************
  
  Aloha ****************,
  
  Thank you for contacting the Hawaiian Airlines ***********************.  We are sorry to learn about your unpleasant experience with Hawaiian Airlines, and we apologize for the delay in our response to you.
  
  Upon our review of our flight report for flight HA32 on November 21, 2023, from Maui to *******, we show our flight was delayed for 13 minutes due to a flight attendant issue.  We understand that this isn't an ideal situation for our guests; however, we would like to assure you that the safety of our guests and crew is our number one priority.
  
  We have shared your comments with the Inflight Department management of your poor experience onboard the flight, for their internal review and corrective action.  We understand the frustration you encountered, and we cannot erase what has already occurred; however, we want you to know that we are trying to better to improve the service that we provide to our guests.
   
  We appreciate you taking the time to share your comments and concerns.
  
  Sincerely,
  *****************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

  Customer response

  04/19/2024

   
  Complaint: 21563846
  
  I am rejecting this response because:

  Unfortunately, our most recent trip on Hawaiian Airlines was very disappointing. I have little time in life like most everybody but considering the numerous issues that we had to experience, I felt it would be best to bring this to your attention especially since I heard news that youre merging with ****** Airlines and that are Home state airline may become much bigger. 
  
  So, the first thing is the passengers sitting directly in front of us had their seats down the entire trip and even on takeoff and landing. The flight attendants on this flight just werent taking their job very seriously, this obviously caused discomfort for me and my two children not to mention a little bit of hostility on the airplane, which should be avoided at all costs. Thats why flight attendants should take their job seriously, it will assist in preventing conflicts between passengers. 
  Because of the passengers in front of us having their seats down the entire trip, causing much discomfort for us, especially since we had an infant child the extra attention caused the passengers in front of us to actually say that we should buy them drinks because we had a baby that would cry from time to time. The total crying time mightve been 10 minutes on the entire six hour flight so what happened is the additional tension caused because of flight attendants we were doing her job snowballed into additional stress and me being the age I am 77 years old that is not good nor is it good for children to experience tension like this, when theyre already tense, flying on an airplane. Another issue is the flight had a late takeoff. I understand this can happen from time to time but I really think Hawaiian airlines should do a better job at trying to keep ************* accurate, not only did we takeoff late, but we also arrive late, which caused additional stress from the people that were picking us up as they were waiting around at the airport for an additional half an hour for us even though they had to go to work early in the morning. 
  Additionally, the late arrival caused the bags to arrive in the baggage carousel approximately 30 to 20 minutes before the baggage carousel area was closed when we arrived at the baggage carousel area our car seat was already taken off of the carousel area and we had to chase down one of the employees to grab our car seat, if it wasnt for us chasing the gentleman down, we wouldve never even been able to leave the airport as we had no car seat for the infant as you can imagine all of this is so stressful imagine you have a 77 year-old woman a 10-year-old child, and an 18-year-old with an infant trying to chase down our car seat that was taken prematurely and before the baggage carousel area even closed. 
  Finally, one of the most disappointing points of our flight was when one of the flight attendants asked if my daughter was my granddaughter, I said no ****************, the flight attendant paused and stared at us for like three seconds without a response like she was in shock. This was extremely uncomfortable. Now she (my 10-year-old) is legally my daughter by adoption, mothers and fathers come in all ages especially since people can adopt children, so I really think HawaiianAirlines needs to do a better job in coaching their employees and whats appropriate responses to passengers flight attendant should be welcoming people of all ages. I can tell you I did not feel comfortable nor did my 10-year-old child feel comfortable about that experience. It was very disheartening to her and its not right to do this to a 10-year-oldmaking her feel like her mom isnt okay. 
  To summarize Hawaiian airlines can do so much better. This experience was extremely disappointing, and I hope Hawaiian airlines does everything possible to at least address some of these concerns with your employees and management. The most egregious issue was how my daughter felt how the flight attendant reacted when I told her *****************.

  Please provide some type of compensation or voucher or I will file a complaint with the **** of *****************************************************************

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My Hawaiian Airline (HA) flight HA 452 from ****** to ******** on March 29 was cancelled. I was rebooked on a flight from *** to ****** then to *** on March 30 by HA. I arrived home after a 24 hour delay. I had to pay for transportation cost to the ************** for the next day and transportation in *** as my friend could not pick me up. I would like to have these transportation costs reimbursed. Also I would like to have my extra comfort seats on my original flight be refunded to me. I have attached the cancellation email, new flights and receipts. The rebooked flight home the next day was awful as I suffer from arthritis and need leg room but was booked in the main cabin. I usually buy the extra comfort seats for the leg room but got main cabin regular seats on my rebooked flights. Plus the extra traveling time going over 9 hours to ****** then 7 hours to *** sitting on the worst seats in the airplane was difficult for me. It was one of the worse flights I ever took. I have attached a copy of the receipts for my transportation.

  Business response

  04/18/2024

  
  Message From Consumer Affairs
  4/18/2024 - Case: CN-02030559
  
  ********************* - ****************************
  
  Aloha Ms. ******,
  
  Mahalo for contacting us, and I truly appreciate your patience as our office continues to work through our backlog.  Our office also acknowledges the complaint that you submitted with the Better Business Bureau (BBB).  I'm sorry to learn that your flight (HA452) on March 29, 2024 was canceled due to a maintenance issue with the aircraft.  I realize that this wasn't an ideal situation, and I certainly apologize for the inconvenience.
  
  After reviewing your case and considering the circumstances, as requested, we'd like to reimburse your USD19.22 and AUD60 ground transportation expenses.  Based on the currency exchange rate on March 28, 2024, AUD60 was equivalent to USD39.30.  In order to reimburse the USD58.52, please provide us with your bank information below where we can send the reimbursement. Note that funds can only be reimbursed back to the name of a ticket holder. As an example: if *************** and ************* are traveling, we can issue the reimbursement to either guest.  However, we cant issue the reimbursement to anyone else if they werent traveling.  If you prefer, we can send a reimbursement check if your mailing address is within *****************. If you prefer a check to be mailed, please provide us with a mailing address.  Once we acknowledge receipt of your banking information or mailing address, please allow approximately 20 business days for processing.
   
  Bank information
  Account Beneficiary Name:
  Beneficiary Address:
  Beneficiary *********************** Name:
  ABA ************************ Account Number:
   
  *Please note: ABA numbers for deposits may differ from ABA numbers for wire transfers. Please verify with your bank their ABA number specifically required for ACH deposits.
   
  ---- or -----
   
  Mailing Address
  Make check payable to:
  Mailing address:
  
  We'll also be issuing a refund of your USD141 Extra Comfort fee purchased for the canceled HA452 flight.  We will make every effort to process the refund within the next 7 business days.  For security purposes, the refund will be issued to the card used for purchase.
  
  Our goal is to provide our guests with a seamless travel experience, and I realize that this experience was anything but seamless.  In recognition of this, as a gesture of goodwill, we'll be issuing you a USD500 travel voucher that's good toward a future ticket purchase with Hawaiian Airlines.  Please note that the Travel Voucher information, instructions for redemption and Terms and Conditions will be arriving in a separate email within 5 - 7 business days. We recommend that you add ************************************************* to your accepted email recipient list so the email is not misdirected to your spam folder.
   
  A Travel Voucher is valid for one-year from the date of issuance (unless stated otherwise), non-transferable, has no cash value, and entitles the passenger named on the Voucher to a credit for the amount of the Voucher towards the purchase of any available Hawaiian Airlines published or web fares on www.HawaiianAirlines.com, and intended for a ticket on a future flight at prices established by the applicable ticket type and class of service.
  
  I appreciate the time that you've taken to contact us.  We realize that you have choices when you travel, and we thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  *********************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  
  
  From:*******************
  Sent:4/1/2024 5:13 PM
  To:************************************************************************
  Subject:[NON-HA] FWD: Hawaiian Airlines Reservations: Other - Other - Case No.: CN-02030559
  
  My Hawaiian Airline (HA) flight HA 452 from ****** to ******** on March 29 was cancelled. I was rebooked on a flight from *** to ****** then to *** on March 30 by HA. I had to pay for transportation cost to the ************** for the next day and transportation in *** as my friend could not pick me up. I would like to have these transportation costs reimbursed. Also I would like to have my extra comfort seats on my original flight be refunded to me. I have attached the cancellation email, new flights and receipts. The rebooked flight home the next day was awful as I suffer from arthritis and need leg room but was booked in the main cabin. I usually buy the extra comfort seats for the leg room but got main cabin regularl seats on my rebooked flights. Plus the extra traveling time going
  over 9 hours to ****** the n 7 hours to *** was difficult for me. It was one of the worse flights I ever took. I have attached a copy of the receipts for my transportation.
    

  Customer response

  04/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Per Hawaiian Airline's response regarding the transportation reimbursement $58.52, I would like them to send be a check:

  1. Make check payable to *********************

  2. Mailing address:

    ******************************** 2009

    ********, ****** 96813

  Thank you.

  
  Sincerely,
  
  *********************

• Initial Complaint

  04/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Im completely dissatisfied with the customer services I have received with ****************** I have purchased tickets to take a trip with my family to ****** total of $2,207.16 plus insurance! Unfortunately we came across a huge financial hardship, when I spoke with Hawaiian customer service they were completely uninterested about what I had to say, Im extremely overwhelmed with this situation , please help me I have contacted allianz they did not care even though I purchased insurance and I have proof of everything . Flight confirmation #5T257B.

  Business response

  04/08/2024

  RE: 5T257B
  
  Aloha ************,
  
  We received your inquiry to the BBB and on behalf of Hawaiian Airlines, I'm sorry to learn about your reservations experience.  
  
  Hawaiian Airlines will consider refunding tickets due to bereavement, medical treatment, or military duties or relocation of yourself or an immediate family member. For us to process a refund of your tickets, please provide us with a copy of these supporting documents.     
  
  Our records show that you purchased trip insurance with Allianz Global Assistance. I've forwarded your request to them for assistance with your claim. An agent should be contacting you soon. If you would like to follow up on the status of your claim, please contact Allianz Global Assistance toll-free at ************** and refer to your coverage number EUSP2398435531.
  
  Thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  ***********************************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

  Customer response

  04/08/2024

   
  Complaint: 21541380
  
  I am rejecting this response because:
  I have already tried reaching out to alliaz and they denied my claim as  I stated they showed no concern about what I had to say completely shut me down , and didnt do anything to help me , Im completely dissatisfied and disappointed by this response 
  Sincerely,
  
  ***********************

• Initial Complaint

  03/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Thursday, February 29, we had reservations from ******** to ******* on Hawaiian Airlines Flight 22 at 2 p.m. Our confirmation code was 6YFOKU. Our reservation included our small dog in the cabin. We arrived at the airport, and met the desk agent. Our 4-year old papillon was quietly in her kennel. After a few minutes, the agent said that because the dog was lying down, the kennel wasnt big enough and she would not let us on the plane. Shocked, we offered to take the dog out of the kennel so she could see that the kennel was adequate and had previously passed inspection. The agent refused to let us take the dog out of the kennel. She said our dog weighed 20 pounds and was too big. We told her that was incorrect. The dog weighs 16 pounds as indicated on the health certificate obtained one day prior to the flight by a licensed vet. The agent then said she would let us board with our dog, but that she was putting a permanent restriction in our passenger files so that we could never fly with this same dog in the cabin on future Hawaiian flights. While the remark surprised us, we said nothing having never heard of passenger files. She told us to wait while she completed our paperwork which took another ten minutes. After she finished, she went to speak with a colleague or supervisor. We overheard her say that we had flown in on ****** Airlines, (not Hawaiian.) Upon hearing that the colleague instructed the agent to refuse to let us on the flight. We were astounded. To deny flight access, then allow it, only to revoke it again was not only unfair, it was unethical. We asked to speak to the supervisor directly, but she refused. We asked for the agents name. The name she provided was ******************, Chief. She offered no refund, or alternative travel options. We requested a refund four weeks ago from their *********************** by email, but have received no response. We were forced to rebook on ****** Airlines and paid for new tickets.

  Business response

  04/02/2024

  Message From Consumer Affairs
  4/2/2024 - Case: CN-02024435
  
  *********************** - ******************
  ************* - $194.20 - ******/******
  ************* - $194.20 - ******/*****
  
  Aloha ****************,
  
  The Hawaiian Airlines *********************** has received your inquiry from the Better Business Bureau and your inquiry to Hawaiian Airlines.  We are sorry for the poor experience you encountered and the delay in our response to you.
  
  We have shared your comments and our information with the **************************** team for their internal investigation of the ******** ****************** and agents working that day.  We can understand the frustration you encountered and are very concerned with the poor attitudes you received.  We want you to know that we are trying to do better to improve the service that we provide to our guests.
  
  We do have the Pets Traveling in the Cabin information on our website online on what is required.  If you didn't know, the policy changed as of June 1, 2023, and you may go to the ****** Airlines website and search Pet Traveling in the Cabin or click the link above.  Our Policy and Procedures Teams made this update system-wide due to passengers not following past procedures and taking advantage of agents regarding the procedures.  This was also changed for the safety and comfort of the pet that was traveling.
  
  As a courtesy, we are refunding the unused tickets above to the credit card ending with 6741. Please allow our ***************** some time to process the request. The refund should appear on your next statement or the one thereafter.
  
  Thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  *****************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

  Customer response

  04/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I wish to extend my appreciation to the Better Business Bureau and its staff for making a resolution possible. My prior two inquiries to the business had gone unanswered, until your intervention resulted in this commitment to a resolution. Thank you for your excellent service to the public and all you do to promote a better environment for responsible business practices.
  
  Sincerely,
  
  ***********************

  Business response

  04/09/2024

  Message From Consumer Affairs
  4/9/2024 - Case: CN-02024435
  
  *********************** - ******************
  1732304629250 - $194.20 - ******/******
  1732304629251 - $194.20 - ******/*****
  
  Aloha ****************,
  
  Our ****************** informed us that they are showing the two tickets have a "Suspended" indicator in the status line of the tickets.  Normally, the tickets are in an "Open" status, and the "Suspended" status indicates that there was a dispute of the charges with your credit card provider.  Since there is a dispute regarding the charges, Hawaiian Airlines is unable to refund your tickets until the credit card provided completes its investigation of the dispute.  Please contact your credit card provider directly to remove the dispute or we have to wait until your credit card completes its investigation, approves or denies your refund, and then you have to provide us with the documentation that your credit card provider denied your dispute for us to continue with your refund.
  
  Sincerely,
  *****************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

• Initial Complaint

  03/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had booked a flight to depart ******* on February 29, 2024 and arrive in ****, ** later that same day after a layover in ********. The morning of Feb, 29 as I was getting ready to depart for the airport, I learned that not only my flight departure time had changed but also the airline altogether had changed (Hawaiian Air to ******* Air). I was not given a warning nor an option. At that time, i decided to cancel my flight. I called Hawaiian Airlines to discuss a refund, but they denied any responsibility and directed me to contact Priceline. I called Priceline, who explained that because Hawaiian Airlines was the party responsible for the airline change, they were responsible for the refund. I called Hawaiian Airlines back and they then acknowledged responsibility and would give me a full refund for my ticket and my husband's ticket (roundtrip).After a week, I still did not see the refund in my account, so I called them back. At that time I was told that the airline would only refund a one-way ticket for my husband and that my ticket was still "open" and would not be refunded by them. The airline was well aware that my ticket had not been used as I had spoken to several Hawaiian Airlines representatives by that point. A month has passed and I am still awaiting resolution after my several discussions with Hawaiian Airlines. Per the *********************************, due to the unauthorized change in the airlines I am *********** a refund.

  Business response

  04/02/2024

  ************************,
  
  We've received your message from the BBB and on behalf of Hawaiian Airlines, I'm sorry to learn that you were unable to travel to ****. While we constantly strive to maintain our high standards for on-time performance and excellent customer service, we recognize that we didnt deliver performance in line with these standards. 
  
  I know being delayed is never an ideal way to travel and we regret the inconvenience we've caused. It certainly has been a challenging past few months with our operations and frankly, it's not the experience we want to provide our guests. We need to get better and we've shared your experience with our Airport ********************* for their review.  
  
  In recognition of our cancellation, we'll be refunding the cancelled *******-Kona flights back to your travel agency. Please allow up to three weeks for the refund to process. You can contact your travel agency after this time to obtain your funds. 
  
  As a goodwill gesture for the poor service experience, we'll be issuing you a $100 Travel Voucher good for future travel with us. Please note that your Travel Voucher information, instructions for redemption and Terms and Conditions will be arriving in a separate email within 7-10 business days. We recommend that you add ************************************************* to your accepted email recipient list so the email is not misdirected to your spam folder. 
  
  The Travel Voucher is valid for one-year from the date of issuance (unless stated otherwise), non-transferable, has no cash value, and entitles the passenger named on the Voucher to a credit for the amount of the Voucher towards the purchase of any available Hawaiian Airlines published or web fares on www.HawaiianAirlines.com, and intended for a ticket on a future flight at prices established by the applicable ticket type and class of service.
  
  Thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  ***********************************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 23, 2024, I contacted Hawaiian Airlines via their Chat application to inquire how far in advance I needed to cancel my tickets in order to get credit for future use. The representative I spoke to informed me "If you will not take the whole flight it will be automatically a travel credit with 1 year validity, you can also contact us on March 26, 2024". The representative did not provide me with info explaining that I had to not only book my tickets before January 9, 2025 but also travel on or before January 9, 2025. I purchased Main Cabin seats and though I was aware that I would not receive a refund if I had to cancel, I did know that I would be given flight credit if the tickets were not used. Unfortunately, when I called via phone back in Jan 2024 before purchasing the tickets to confirm travel credit, no specific info was given about the timeframe of the use of the credits were given either. I did have to cancel our tickets on March 26, 2024 so I contacted Hawaiian Airlines if there was any possibility of a refund due to the unforeseen circumstances that occurred. I was informed that the request for a refund was not possible and only had the travel credit. I checked the website and could not find anything that specifically addressed travel credits and the requirement to book AND use within the 1 year from date of purchase. I did find info on Travel Vouchers and it specifically states "Travel Vouchers are valid for use on flights booked up to one year from date of issuance, even if the flight occurs after the one-year period of validity". The website also states under the Travel Voucher FAQs: "As of April 19, 2023, E-Travel Credits are now called Travel Vouchers"I am again respectfully requesting that Hawaiian Airlines honors the info noted under Travel Vouchers and allow flights to occur after the one-year period of validity. Some airlines now have their Travel vouchers/credits have no expiration date which is a great incentive.

  Business response

  03/29/2024

  Message From Consumer Affairs
  3/29/2024 - Case: CN-02029984
  
  *********************************** - *********************
  RE: 5CIHI3
  TKT - 173-2304674816 - ********/*********
  TKT - 173-2304674817 - ********/******* *****
  
  Aloha ********************,
  
  The Hawaiian Airlines *********************** has been contacted by the Better Business Bureau regarding your reservation and tickets above.
  
  We see that you purchased your tickets on the Hawaiian Airlines website and the above tickets are still active.  Since you did not travel with your tickets, you are still holding tickets and not Travel Vouchers.
  
  Your tickets are valid for one year from the date of purchase.  We show your tickets are still valid and will expire on January 9, 2025.  You may rebook the tickets up to 330 days past the validity date as long as the tickets have not expired.  When you are ready to rebook your travels please call Hawaiian Airlines *********************** at ************** with your ticket numbers above and new travel dates.  Do not use the Chat function as this is limited due to the amount of information needed to rebook your tickets.
  
  When you rebook the tickets, you may incur a fare difference or forfeit any residue balance for a lower-priced ticket.  We suggest you go to the Hawaiian Airlines website and search Fare Rules or go to  **************************************************************************** for more information.
  
  Thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  *****************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

  Customer response

  03/30/2024

  I would like to have the company confirm the following statement by Hawaiian Airlines, "Your tickets are valid for one year from the date of purchase.  We show your tickets are still valid and will expire on January 9, 2025.  You may rebook the tickets up to 330 days past the validity date as long as the tickets have not expired"

  I would like Hawaiian Airlines to confirm that as long as I rebook my tickets before they expire on January 9, 2025, I can rebook for dates up to 330 days PAST January 9, 2025.  ALSO, As schedules change and unforseen situations can occur, will I be able to change the dates I rebook if necessary.  To be specific and to ensure there are no misunderstandings, If I rebook before January 9, 2025 for a date in 2025 up to the 330 days PAST January 9, 2025 and I have to change the date again, will this be possible?

  Lastly, in Hawaiian Airlines response to the complaint, they only mentioned Confirmation 5CIHI3 under *********************************** which are tickets for *********************************** and *******************************.  There are TWO Confirmation #s involved in this complaint.  The second Confirmation# 5CNKOG is under ***************************. This complaint is for all 3 tickets for ***********************************, ******************************* and ***************************.  I would like Hawaiian Airlines to specify in their response that all three of these tickets are included in their remediation.

  Thank you.

  Business response

  04/05/2024

  Message From Consumer Affairs
  4/5/2024 - Case: CN-02029984
  *********************************** - *********************
  RE: 5CIHI3 and 5CNKOG
  
  
  Aloha ********************,
  
  Here is the confirmation that tickets are valid from the date of purchase.  You may go to the Hawaiian Airlines website and search Legal Fare Rules Terms and Conditions or copy an paste this link: **************************************************************************** to your web browser.
  
  Wholly unused tickets as shown below: Tickets are valid for transportation for one year from date of purchase.

  Voluntary Changes to Tickets Purchased for Travel on Hawaiian Airlines
  Standard Rules and Restrictions for Tickets Purchased for Travel on Hawaiian Airlines
  
  * Tickets are non-transferable.
  * Tickets are non-refundable, unless otherwise specified.
  * Tickets may be cancelled within 24 hours of purchase for a full refund with no fees, for any bookings made at least seven days in advance of the flights scheduled departure time.
  * Wholly unused tickets: Tickets are valid for transportation for one year from date of purchase.*
  * Partially used tickets: Remaining trip segment tickets are valid for transportation for one year from date of initial use.
  * Flight coupons will be honored only in the order in which they are issued.
  *When making date/flight, reroute, or other changes to a Main Cabin, First Class and Business Class ticket, any applicable difference in fare (greater than $0) will be charged. Refund or credit will not be provided for any ticket changes that result in a fare less than the original fare paid. The value of the new ticket must be equal or higher than the value of the original ticket.
  * If you purchase a separate ticket on another carrier, or on Hawaiian Airlines that departs sooner than our ************************ allow, your checked baggage will not be checked to the final destination.
  * Fares and rules are subject to change at any time without notice.
  * Standby travel is not permitted.
  * Other restrictions may apply.

  
  Thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  *****************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  

  Customer response

  04/05/2024

  I received the most updated response from Hawaiian Airlines on April 5, ************************************************************************** the "More Information" I submited.

  Their initial response only addressed tickets for *********************************** and  *******************************. I need Hawaiian Airlines to specifically state that their remediation include tickets for all 3 in my family:

  ********************************;

  *******************************

  ***************************

• Initial Complaint

  03/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased an airline ticket ( Confirmation Code-6VR7SW) in December of 2023. Since then the scheduled flight has changed 3 or 4 times. The latest change took place last night when I received a telephone call again changing the time of the flight. I advised that this was a significant change and that I may have to cancel the flight. I was told that due to the change, I had 14 days to either change or cancel the flight. I attempted to cancel the flight, but was told that this ticket is non-refundable. This is unacceptable and a is a violation of Federal Law.

  Business response

  03/28/2024

  Message From Consumer Affairs
  3/28/2024 - Case: CN-02029864
  
  ************************* - ***************************
  RE: Confirmation Code 6VE7SW
  
  
  *****************;******,
  
  This is to acknowledge that we received your complaint to the Better Business Bureau (BBB). 
  
  Upon review, it appears that this matter was previously addressed by ***** from our Reservations team (Reference# ******-000207). She informed you that a refund for your ticket under confirmation code 6VE7SW has been initiated. As ***** mentioned, the refund process typically takes up to 7 business days, and it will be credited to the original payment card.
  
  We trust that this was resolved satisfactorily, demonstrating the malama (care) and po'okela (excellence) that our guests deserve.
   
  Respectfully, 
  ********************
  Assistant Manager
  Consumer Affairs Office
  

  Customer response

  03/29/2024

  Resolved.   Thank you

  Customer response

  04/10/2024

  This issue has not been resolved as the refund has not been provided by Hawaiian Air.

  Customer response

  04/17/2024

  Since my last email, the funds have been refunded.

  Business response

  04/18/2024

  From: Hawaiian Airlines: *********************** (*************************************************************************
  To: ***************************
  Subject: RE: Hawaiian Airlines, *********************** - CN-02029864
  Date: 4/18/2024 4:35 PM
  Body:
   *******************************, 
  
  We received your response from the Better Business Bureau (BBB) stating that you have not received the refunds. 
  
  Our accounting team confirmed that the refunds were processed to the original card used for payment ending in ****. These refunds were processed on March 27, 2024. Please contact your bank if you have not yet seen the refunds posted to your account. 
  
  Mahalo,
  ********************
  Assistant Manager
  ***********************

• Initial Complaint

  03/27/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I paid and reserved an aisle seat for my wife but got put back at the end of the plane (last row).

  Business response

  03/28/2024

  Message From Consumer Affairs
  3/28/2024 - Case: CN-02029861
  
  ********************* - ****************************
  Re: *******/*******
         *******/*************** ***
  
  Aloha ******************,
  
  Mahalo for your patience as you were awaiting our response.  Our office acknowledges receipt of the complaint that you filed with the Better Business Bureau (BBB).
  
  I'm sorry to learn about your unpleasant experience with your seat assignments on the ****** to ******** flight.  It looks like you had selected seats in 18C (***) and 19C (*******) for the flight; instead, you both were given 22A (***) and 22B (*******).  I apologize for the error on our end. On behalf of Hawaiian, I have to apologize as it certainly feels like were not upholding the values of Hawaiian Airlines by providing you with the hookipa our guests expect, and we should deliver.   Please know that this isn't the experience that we strive to provide, so I've shared your experience with our leadership team.
  
  While we constantly strive to maintain our high standards for excellent customer service, we recognize that we didnt deliver performance in line with these standards.  In recognition of this, as a gesture of goodwill, we'll be issuing each guest a $75 travel voucher that's good toward a future ticket purchase with Hawaiian Airlines.  Please note that the Travel Voucher information, instructions for redemption and Terms and Conditions will be arriving in a separate email within 5 - 7 business days. We recommend that you add ************************************************* to your accepted email recipient list so the email is not misdirected to your spam folder.
   
  A Travel Voucher is valid for one-year from the date of issuance (unless stated otherwise), non-transferable, has no cash value, and entitles the passenger named on the Voucher to a credit for the amount of the Voucher towards the purchase of any available Hawaiian Airlines published or web fares on www.HawaiianAirlines.com, and intended for a ticket on a future flight at prices established by the applicable ticket type and class of service.
  
  I appreciate the time that you've taken to contact us. On behalf of myself and everyone here at Hawaiian Airlines, we apologize for the issues that detracted you from your full enjoyment of your time with us.
  
  
  Sincerely,
  *********************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  

  Customer response

  03/28/2024

   
  Complaint: 21492216
  
  I am rejecting this response because:
  This is the wrong incident. My complaint is the flight from ********, ** flight on 3/28 (** date). My confirmation number is 66C55C. This the second time this year, this is happening to us. 

  Sincerely,
  
  *********************

  Business response

  04/11/2024

  Message From Consumer Affairs
  4/11/2024 - Case: CN-02029861
  
  ********************* - ****************************
  Re: *******/*************** ***
        ***********************/*******
  
  Aloha Mr. *******,
  
  I wanted to apologize.  When we received your complaint from the Better Business Bureau (BBB), you didn't provide a confirmation code and/or flight information for reference.  In hindsight, this is where I should've asked you for that information to get on the same page.  However, I noticed that you previously wrote into our office complaining about a seating issue on a flight from ****** and assumed your BBB complaint was related.  I truly apologize for the misunderstanding.  Let's move forward.
  
  I'm sorry to learn about your seating issue on your flight from ******** to ********.   I understand that you selected your seat assignments in advance and expected to have those seats.  While we can't change your experience, please know that this isn't the experience we strive to provide, and we've shared your experience with our leadership team for their internal review.
  
  While we constantly strive to maintain our high standards for excellent customer service, we recognize that we didnt deliver performance in line with these standards.  As a gesture of goodwill, we'll be depositing 5000 bonus Hawaiian Miles into your respective Hawaiian Miles accounts: #********* for ******* and #********* for you.  Please allow up to 14 business days for the deposit to be completed.
   
  I appreciate the time that you've taken to contact us. On behalf of myself and everyone here at Hawaiian Airlines, we apologize for the issues that detracted you from your full enjoyment of your time with us.
  
  Sincerely,
  *********************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  

  Customer response

  04/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked flights from ** (**********) to ********, ** and HI to ************* on 3/19/24 to attend a funeral for 2 passengers. On 3/21/24 the date of the funeral changed so I contacted Hawaiian Airlines customer service to change our flights. Original flight left ********** on 4/1/24 to ******** and returned on 4/8/24 with a flight in-between from HI to ********* on 4/1/24 - 4/4/24. Total Cost from ** (**********) to ******** was $1,696.80 (round trip for 2). When checking flights 3/21/24 for availability from ** to ******** the fares went down considerably to $924.80 ( round trip for 2). When I inquired about a refund for the difference I was told they could only do an even exchange. Had the fares increased I would have been required to pay the extra cost but with the fares going down I could only get an even exchange. The cost difference of the fares from original date of booking on 3/19/24 to 3/21/24 is $772.00 which is considerable decrease in fare cost. On top of this I paid $47.00 for a seat assignment for the original flight from ********** to ******** that did not get refunded and then when I went to select the new seat assignments the only 2 seats together were in the more desirable location which had a fee associated to one of the seats for a cost of $62.00 which is not even an extra comfort seat. Luckily the fares did not go up from ******** to ********* those remained the same however not only did we have to pay extra for a seat but we did not receive the difference of fare refunded with a grand total of $881.00.00 out of pocket more.

  Business response

  04/04/2024

  Email Message
  CN-02029052
  
  
  From: Hawaiian Airlines: *********************** (*************************************************************************
  To: ******************
  Subject: Hawaiian Airlines, *********************** - CN-02029052
  Date: 4/4/2024 1:10 PM
  Body:
  Message From Consumer Affairs
  4/4/2024 - Case: CN-02029052
  RE: Confirmation Code 594WLK
  LETUA/******
  LETUA/*********************
  *********************** - ******************
  
  
  
  *****************************,
  
  Thank you for taking the time to contact us. On behalf of Hawaiian, we truly apologize for the delay in responding to your case and for any inconvenience this may have caused.  At Hawaiian Airlines, we highly value our customers and their concerns. Weve experienced an unprecedented number of cases that has impacted our ability to respond in a timely fashion.  We truly appreciate your patience and understanding and our deepest sympathies go out to you and your family during this difficult time. 
  
  Upon review we see, you and *********************** originally purchased your tickets on March 19, 2024 under confirmation code 594WLK for travel on flight HA69 on April 1, 2024 and returning on flight HA70 on April 8, 2024. We see both your tickets were reissued on March 21, 2024 for travel on flight HA69 on April 4, 2024 and returning on flight HA70 on April 12, 2024 for no additional fee.
  
  Regarding this fare difference, we understand your concern and would like to assist you with this matter. However, please note that airline ticket prices are dynamic and can fluctuate frequently based on various factors such as demand, availability, and time of booking. While our rules and policies don't allow for refunding the difference in price once a ticket has been purchased
  
  Upon further review, we see when initially purchasing your tickets a Preferred seat was purchased for ***********************. We will be refunding *************************** Preferred seat fee of $47.00 to card ending on 7244. The refund process will be completed within the next 7 business days. Please note Hawaiian Airlines is obligated to process all refunds to the original credit card that was used for the transaction. 
  
  We look forward to welcoming you both onboard.
  
  ******,
  *********************************** ***
  
  Resolution Coordinator
  ***********************

  Customer response

  04/13/2024

  We have heard back regarding our complaint to receive a refund for the difference in airfare and Hawaiian Airlines has indicated they do not refund differences.

  Thank you,

  ***********************
  

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩